The main purpose of innovation is to improve the service for the return of defective goods. At the same time, this possibility has already been tested on a limited group of entrepreneurs.
Among other innovations of the service, it is possible to note the establishment of the maximum response time to customer requests in chats for sellers – 10 days. The seller is also prohibited from using one-word answers, insulting the buyer, or speaking negatively about Wildberry, its employees or other entrepreneurs on the site.
Any violation of these rules may result in the site suspending cooperation with the store or a fine of 25,000 rubles for trying to contact the buyer directly.
According to experts, the new feature will be beneficial for sellers. But at the same time, they fear that the emergence of the conversation could lead to the growth of so-called “purchasing terrorism.”
The term covers the phenomenon where buyers use chatbots to threaten and harass sellers, demand excessive refunds, or make unreasonable demands.
Source: Ferra
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